Refund policy


House of S21 — Returns & Refund Policy

Crafted with care to give you confidence in every order.

At House of S21, every piece is chosen with love and intention. While we hope your new items bring a touch of elegance to your home, we understand that sometimes something may not be quite right. Our returns policy is designed to be fair, simple, and supportive, just as you’d expect from a boutique experience.

✨ Returns (14 Days)

We accept returns on eligible items within 14 days of receiving your order.

To be eligible for a return, your item must be:

  • Unused and unopened

  • In its original packaging

  • In the same condition you received it

You’ll also need your order number or proof of purchase.

To request a return, simply email us at houseofs21@outlook.com.
Once your return is approved, we’ll share the return address and full instructions.
(We keep our return address private for security and only provide it after approval.)

🎁 Subscription Boxes

Our subscription boxes are carefully curated mysteries, created to offer surprise and delight. Because of this, they are non-returnable unless:

  • Your box arrives damaged, or

  • You receive an incorrect item

If this happens, please contact us within 48 hours of delivery with clear photos, and we’ll make it right as quickly as possible.

💕 Damaged or Incorrect Items

If something arrives damaged or not as expected, please email us within 48 hours with:

  • Clear photos of the issue

  • A photo of the packaging

  • Your order number

Once confirmed, we will of course cover the return postage and arrange a replacement or refund.

🚚 Return Shipping Costs

  • For change-of-mind or unwanted items, return postage is paid by the customer.

  • For faulty, damaged, or incorrect items, return postage is covered by House of S21.

💳 Refunds

Once your return is received and inspected, we’ll notify you of the outcome.

If your return is approved, you may choose between:

  • A refund to your original payment method, or

  • Store credit

Refunds typically reach your account within 10 business days, depending on your bank or payment provider.

If more than 15 business days have passed since we approved your refund, please reach out and we’ll be happy to assist.

As a small business, we absorb payment processing fees on every order placed. In the case of change-of-mind returns (where an item is not faulty), refunds may be adjusted to reflect this non-refundable fee. This does not apply to faulty, damaged, or incorrect items.

🎀 Non-Returnable Items

  • Subscription mystery boxes (unless damaged or incorrect)

  • Sale items

  • Gift cards

  • Items not returned in their original, unused condition

🌿 We’re Here to Help

If you’re unsure about anything or simply want a little guidance, you can always reach us at:
📧 houseofs21@outlook.com

Your experience matters deeply to us, thank you for supporting our small business and allowing House of S21 to be part of your home.